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Leads the North American Customer Success organization across Rezdy and Checkfront. Owns retention, renewals, expansion, churn, customer health, and net revenue retention while building scalable CSM processes and high-performing teams. Partners with Sales, Onboarding, Support, Product, and Marketing to improve the customer journey, drive adoption, identify risk, and uncover growth opportunities. Represents customer insights internally and contributes to global Customer Success strategy.

Lead the North American Customer Success organization across Rezdy and Checkfront. Own retention, renewals, expansion, churn, customer health, and net revenue retention while building scalable CSM processes and a high-performing team. Develop segmentation, engagement, forecasting, account planning, and customer success strategies. Partner with Sales, Onboarding, Support, Product, Marketing, and Operations to improve the customer journey, represent customer needs, and scale successful practices globally.

Supports the North American product function by connecting stakeholders with Sydney-based product and engineering teams. Responsibilities include incident triage, escalation management, churn-risk intake, product-status communication, release communications, and translating commercial context for engineering. The role operates within an existing roadmap under a senior PM, supports Booking Manager and Distribution products, and uses AI tools to improve research and troubleshooting.

Supports the North American product function across time zones by triaging incidents, tracking churn risks, communicating releases, answering product-status questions, and relaying stakeholder context to engineering. Works within a senior PM’s roadmap rather than owning prioritization, while translating between support, account management, commercial, distribution, and technical teams. Requires operational rigor, real-time problem-solving, clear communication, and familiarity with process-driven tools and legacy systems.

Support Rezdy’s North American operations by connecting regional stakeholders with the Australia-based product and engineering teams. Triage incidents, communicate updates, track churn risks, answer product-status questions, support release communications, and relay commercial context to Engineering. The role works within a senior PM’s roadmap and prioritization framework while building product judgment, technical fluency, and expertise across booking and distribution products.

Provide connectivity support for Rezdy and Checkfront customers by mapping products to OTA portals, liaising with OTA reps, becoming an expert in key integrations, ensuring distribution-friendly product setup, coordinating with sales/onboarding/technical teams, and explaining technical concepts clearly.

Provide connectivity support for Rezdy and Checkfront customers by mapping products in OTA portals, liaising with OTA reps, mastering top integrations, ensuring distribution-friendly product setup, coordinating across teams, and explaining technical concepts clearly.